Friday, September 26, 2008

Two Real Life Thumbs Down for eBay and PayPal

I know some people have had great luck with eBay. They live for it. They live with it. Whatever.

I almost never have a good experience. And yet, once or twice a year, I forget that and give in to the temptation to get something I want cheaper than I can find it elsewhere--and then I suffer the consequences.

Most recently, I wanted to buy a book on ayurvedic cooking and healing techniques. The cheapest copy I could find was available on eBay. I bid on it. I won it--for $1 plus shipping and handling. I paid the seller using PayPal.

Then I waited.

Four weeks later, still no book. So, I checked eBay. The seller is no longer registered with eBay. I checked with PayPal--I hadn't received a refund. I also haven't received any communication from the seller.

So, the question becomes, how much of my time is it worth to recoup my $5 loss? Not much, theoretically, except that it's the principle of the thing.

I began by investigating my history at PayPal, to be sure I hadn't been refunded--or that the transaction had been canceled by the buyer. It didn't seem to have been, although it was all pretty confusing, to be honest with you. There was a debit when the money was sent to the seller; and then a credit when it came in from my bank account. So, on the face of it, it seemed like there had been a debit and a credit, but the credit came from my checking account, not from the seller. So my PayPal balance is $0, when it should be $5, if the refund came through.

Next, I tried to find some help options as PayPal.

Since there wasn't an FAQ, Disputes, or Help button readily available on the page, I clicked on the Contact Us link, which is in the fine print at the bottom.

My first option was to Chat with Sarah:



I was in a rush, so I mistook Sarah, "my PayPal virtual help assistant" who "is available to chat with me at any time" for a real person. That's amazing, I thought. They have such excellent customer service that someone is available immediately, all the time.

Here's what ensued:


Sarah - PayPal :
Hello, I’m Sarah, and I’m here to answer questions you have about PayPal. Just type into the box below and click Submit to get started.
I’m in training now, so if I don’t know the answer to your PayPal question, I’ll try to learn it for next time!
You :
Hi, Sarah
Sarah - PayPal :
Hello, you're an early bird! How can I help you?
You :
An early bird? It's 4pm...
Sarah - PayPal :
Do you mean:
How do I add/remove/edit personal information on my PayPal account?
What is PayPal's phone number?

You :
I purchased an item using PayPal through ebay, but the item has not arrived and the seller and the listing have been removed from ebay.
Sarah - PayPal :
Sorry, but your phrase is too long and I will not be able to perform a full analysis. I would be very grateful if you could try to make it a bit shorter and more concise.
You :
what do i do
Sarah - PayPal :
I'm not sure I've understood. Could you please rephrase your question?
You :
oh, i get it. you're not human. well...is any of this getting through?
Sarah - PayPal :
I'm a virtual person, and I'm programmed to do my best to help you with basic customer care issues.
You :
that's creepy.
Sarah - PayPal :
I apologize if you can't find the infomation you seek by speaking with me. I'm unable to help with your request. Please enter a new question, visit the Help Center, or Contact Us.
You :
id you get my question
Sarah - PayPal :
Do you mean:
I am unable to login, what can I do?
What if I've forgotten my email address?
Can you tell me more specific details about my account?

You :
fraud ebay help
Sarah - PayPal :
Could you be more precise please?
What is eBay?
My buyer is trying to defraud me
Can you tell me more specific information about my eBay account?
How can I report potential fraud to PayPal?

You :
How can I report potential fraud to PayPal?
Sarah - PayPal :
If you notice unauthorized activity from your PayPal account, report it to us immediately through the Resolution Center. If you notice an unauthorized transaction on your PayPal Debit Card report it to us immediately by calling the telephone number or sending an email to the address listed on the back of your debit card.
If you received what you believe is a fake PayPal email, or you've come across a spoof PayPal website, please report it to our Customer Service team. If possible, please forward the original email to spoof@paypal.com. Anything else I can do to help you?
You :
this is useless
Sarah - PayPal :
Really, that frustrates me... Because I do my best to improve every day. Really, that frustrates me... Because I do my best to improve every day. Do you have any other questions?
You :
i still have my original question.
Sarah - PayPal :
I'm not sure I've understood. Could you please rephrase that?
You :
i bought an item on ebay. it never arrived. buyer protection?
Sarah - PayPal :
OK. I'm unable to help with your request. Please enter a new question, visit the Help Center, or Contact Us.
Sarah - PayPal :
I've just opened the right page for you. Please let me know if you have other questions.
Sarah - PayPal :
I'm about to open a page which will allow you to send a copy of our conversation.
Sarah - PayPal :
I've just opened a page allowing you to send an email with the transcript of our conversation. If you cannot see the page, this may be because your pop-up blocker is activated. Try clicking on yellow bar at the top of your window to deactivate your pop-up blocker.

[This Page Could Not Be Found]

You :
you have to do it again, please
Sarah - PayPal :
What precisely are you looking for?
How do I update or edit the Shipment Tracking Information that I previously provided to the Buyer?
How do I track packages with labels created on PayPal?
How do I obtain Shipment Tracking information from my seller?

Sarah - PayPal :
I've just opened a page allowing you to send an email with the transcript of our conversation. If you cannot see the page, this may be because your pop-up blocker is activated. Try clicking on yellow bar at the top of your window to deactivate your pop-up blocker.

[This Page Could Not Be Found]

**
I have now composed an e-mail to PayPal, which also required some irritating navigation of passive-aggressive and unhelpful menu trees so that they can categorize my e-mail.

We'll see if I get any help.

I can't even ding the seller with negative feedback because he's gone.

This is what's wrong with eBay--seriously.

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3 Comments:

Blogger Eric G. said...

I don't think anyone has found a real bargain on eBay since 2005. I don't even sell stuff on their anymore, its not worth the hassle for the minuscule money you can make.

September 26, 2008 1:56:00 PM PDT  
Blogger Naomi said...

Right on! Thanks, Eric.

October 3, 2008 6:30:00 PM PDT  
Blogger Mizz Hell said...

Here’s a transcript of a conversation with Sarah when you curse at her. She recognizes four-letter words (at least)! http://mylistofdonts.blogspot.com/2009/04/131-dont-have-encouraged-customers-to.html

April 9, 2009 8:52:00 PM PDT  

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